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VVX 410 Sing-in Address blank after reboot and unwanted auto logoff

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Visitor

VVX 410 Sing-in Address blank after reboot and unwanted auto logoff

hi Folks

Have trouble  with one of our VVX 410 phone with Skype for Business and staying logged in.

 

Seem we keep finding this guest phone logout.  (could have something to do with DHCP lease only good for one day, now set to 10 days).  but either way when the phone is found logged out or if we reboot the phone the phone will not log itself back into Skype for Business.

when I access the Web interface and go back to Skype for Business i find the "Sign-in Address" is blank and subsequently the login attempt the phone trys fails.

If I flip Authentication Type back to user Credentials fill back in Sing-in Address. and hit sign in phone login just fine.  note that user and password info stayed in the phone just fine. if I boune the phone Sign-in address go away again.

 

I’ve done a Factor reset, no change in behaver.

I've tried a different account and received same behaver. 

Exported phone Config (Phone Backup) and it seem to be similar to other phone so not sure where to go with this.

seem to be just this one phone.

 

note where running latest firmware 5.7.0.11768

 

Thanks

Paul H.

Message 1 of 5
4 REPLIES 4
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Polycom Employee & Community Manager

Re: VVX 410 Sing-in Address blank after reboot and unwanted auto logoff

Hello @Paul.H,

welcome to the Polycom Community.

The community's Skype for Business FAQ contains this post here:

Jan 17, 2017 Question:How can I troubleshoot simple Skype for Business, LYNC or Office365 issues?

Resolution: Have a look => here <=


Get some logs and check them or post them here. The Web Interface logs are insufficient so please setup a provisioning server.

 

Set the logs for at least this:

 

Settings > Logging > Log File Upload > Upload Append Size Limit (Kbytes) > 51200

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 5
Visitor

Re: VVX 410 Sing-in Address blank after reboot and unwanted auto logoff

Thanks Steffen

provisioning server in place so I've updated the Log size and will go colleclt latter

thanks for the adviser, I'll also take a look FAQ.

Message 3 of 5
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Visitor

Re: VVX 410 Sing-in Address blank after reboot and unwanted auto logoff

Please find log file attached  not sure what to make of it, sorry.

Thanks

Highlighted
Polycom Employee & Community Manager

Re: VVX 410 Sing-in Address blank after reboot and unwanted auto logoff

Hello @Paul.H,

the log only has standard logging so not a lot we can see. It starts at around 03:00 in the morning and then goes till around 09:26

 

The unit was sold by NETXUSA back in 06/10/2015 so they are your Tier 1 support and they can open a PPI / Pay Per Incident ticket for you with Polycom support.

End Customers are unable to open a ticket directly with Polycom support.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 5 of 5